Refunds

Short version: stone purchases go through Apple and Google, so they handle refunds, not us. This page explains how to ask and what happens afterwards.

Who to ask

If you bought on iPhone or iPad, ask Apple: reportaproblem.apple.com. Apple decides.

If you bought on Android, ask Google: play.google.com/store/account/orderhistory. Google decides.

We cannot refund a store purchase; the money never passed through us. What we can do is help you work out what was bought and when, and we will. Bought on the website. We took the payment, so we can refund it directly. Contact us with the reference from your receipt.

Your legal right to cancel

Under UK consumer law you normally have 14 days to change your mind about something bought online.

For digital content that right ends once delivery starts, if you agreed to that and buying stones delivers them immediately, so by buying you are asking for immediate delivery and accepting that the 14-day right ends then. This is the standard arrangement for in-app currency and it does not affect your rights if something is faulty.

If something is faulty, you are covered regardless. Stones that did not arrive, a chapter that will not open after you paid, a double charge — that is not a change of mind, and you should tell us even if you have also told the store.

What happens to the stones

If a purchase is refunded, the stones it bought are removed from your balance. If you have already spent them, the balance can go to zero but never below it: we do not chase you for stones already read.

Chapters you unlocked

A chapter you unlocked stays unlocked. We do not take back something you have read because a payment was reversed.

What it means for writers

Writers are paid on stones readers spend on their chapters. When a purchase is refunded, those stones stop counting towards the writer's earnings, within a window of 60 days from the purchase.

This is in the writer's own interest as much as ours. Without it, a person could buy stones, read a book, and refund the purchase, and Kpnovel would still have paid the writer for money it never kept which is a hole anybody can walk through, and it is the writer's earnings it would eventually come out of.

A refund after a writer's monthly statement has closed does not reopen that statement. It is adjusted in the next one.

Things we will not do

We do not refund stones because you did not enjoy a book. We do not refund earned stones, which cost nothing. We do not restore stones on an account closed for breaking the rules.

Trouble

Use the contact form at kpnovel.com/contact, or info@kpnovel.com — tell us what you bought and roughly when. We would rather sort out a genuine problem than have you fight a store's help centre.